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ASPIRE Global Service Centre – Support Analyst
Version 1
Belfast, GBR
Full-time
Mid · 3+ years experience
Hybrid
Discovered 2 weeks ago
ServiceNowAzureAWSVMwareCitrixMicrosoft Intune
Free
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ServiceNowAzureAWSVMwareCitrixMicrosoft Intune
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Key Responsibilities
- Serve as the first point of contact for technical support via phone, email, or chat.
- Log and manage incidents, service requests, and queries in the ServiceNow ITSM or Customer systems.
- Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, Audio Visual, and network problems.
- Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
- Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
- Contribute to the development and maintenance of the IT knowledge base.
- Deliver excellent customer service and build strong relationships with end-users.
- Monitor system performance and identify potential issues proactively.
- Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
- Monitor and manage system alerts to address potential issues before they escalate.
- Set up and configure new laptops, mobile devices, and peripherals.
- Liaise with 3rd party suppliers (i.e. Couriers, Vendors)
- Manage user accounts, permissions, and access rights.
- Install, update, and patch software applications according to company policy.
- Maintain inventory of IT equipment and manage equipment lifecycle.
- Perform scheduled maintenance, such as software updates, patch installations, and backups.
- Support audio/visual equipment for meeting rooms and company events.
- Collaborate with other IT teams to address complex or recurring problems.
- Test business continuity measures, including disaster recovery plans, to ensure readiness.
- Review and refine service desk documentation and processes regularly for efficiency and accuracy.
- Participate in IT projects, such as system upgrades or deployments, when required.
- Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
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